Cut Time and Effort on SAP Incident Management Processes
Meet the Authors
Key Takeaways
⇨ SAP incident management processes can be complex and timely for organizations, leading to wasted time and frustration.
⇨ Users are also facing this hurdle when it comes to testing and defect management.
⇨ With STA Technologies’ ITSM Connector, users can simplify and speed up SAP incident management processes and testing and defect management by integrating SAP and Jira systems.
SAP incident management processes can be complex and timely for organizations, leading to wasted time and frustration. Users are also facing this hurdle when it comes to testing and defect management.
Integrating SAP and external ITSM tools often requires a custom development project with a lot of effort, testing and documentation. And if the ITSM tool is replaced by another one, all efforts need to be invested again.
With STA Technologies’ ITSM Connector, users can simplify and speed up SAP incident management processes and testing and defect management by integrating SAP and Jira systems.
Jira is used by companies to manage developments and test results. Defects found in the quality system of an SAP landscape are logged and processed in Jira. Its Jira Service Desk version is designed for IT service management, helping companies to log the incidents reported from production SAP systems.
A hurdle facing users is the time and effort required to create a ticket and the time it takes for this problem to be resolved. STA Technologies’ certified SAP add-on aims to resolve this by allowing SAP users to create Jira tickets directly from SAP.
When a SAP user runs into a problem, a ticket can be created with a few clicks from SAP GUI. The user is prompted to open a support message and following confirmation from the user, the add-on will take a screenshot of the active SAP window. The ticket creation is also compatible with SAP Fiori apps.
When it comes to the ITSM Connector, multiple attachments are added to the ticket automatically. A PDF file is provided which includes crucial information such as the current SAP transaction, SAP system, user, last error message and more. The program also attaches the business context of the problem in the form of an Excel sheet.
Having this information to hand right away greatly reduces the effort to create a ticket and largely reduces the average ticket resolution time as the required communication with the end users is substantially reduced. Users can reduce total incoming ticket volume by up to 20 percent by notifying users that their problem is already being solved. The STA Technologies support teams have all the data required to reproduce the problem and begin resolving the problem.
